C2C requirements
Role: Contact Center Solution Architect (CCaaS) – NICE CXone
Location: Lincoln, Nebraska / Cincinnati, OH (Onsite)
Duration: Long Term Project
Experience: 15+
Job Role and Responsibilities:
We are looking for a senior CCaaS Solution Architect with strong customer-facing experience to design and deliver end-to-end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API-based integrations, translating customer requirements into scalable, secure cloud architectures.
Key Responsibilities:
Design end-to-end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design
Lead customer workshops to gather requirements and propose best-fit CCaaS solutions
Architect and integrate Workforce Management (WFM), reporting, and analytics
Design and govern API-based integrations with CRM and enterprise systems
Create high-level and detailed architecture, call flow, and integration diagrams
Support on-prem to CCaaS migration and cloud transformation initiatives
Provide architectural leadership, estimates, and guidance to delivery teams
Must-Have Skills:
10 to 15 years of experience in Contact Center / CCaaS architecture
Hands-on experience with multiple CCaaS platforms such as:
NICE CXone (preferred)
Genesys Cloud
Amazon Connect
Microsoft CCaaS
Strong expertise in:
IVR & customer journey design
WFM solutions
REST/API integrations
Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics)
Solid understanding of cloud platforms (AWS / Azure / GCP)
Good knowledge of security, compliance, and data privacy in cloud contact centers
Preferred:
NICE CXone certification
Experience with AI-driven contact center capabilities
Exposure to Quality Management (QM)
Familiarity with Agile delivery and Jira
To apply for this job email your details to shahid.m@wonese.com